| Agent Turnover |
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The call center industry historically deals with extremely high turnover, with some Outbound and Telemarketing centers experiencing rates greater than 100% annually. More typically, a service or other inbound center may experience rates ranging from 10% to 50% or more annually. According to a recent poll of 1,000 call center managers, the average turnover is 19 percent. The highest were credit card centers at 46.9 percent. COST IMPLICATIONS OF AGENT TURNOVER There are more than three million customer service representatives ( CSR s) working in North America. This means approximately 600,000 new CSRs must be recruited and trained each year. At an estimated cost of $5,000 each to replace each CSR, agent turnover can soon become a costly business. REDUCING AGENT TURNOVER Seven practices have been identified to reduce agent turnover. # Turning Managers into ‘Retention Champions’ # Individualising the Customer Service Representative (CSR) Experience # Provide Clear and Balanced Expectations # Investing in CSRs/Training # A Fun Place to Work # Chance of Advancement # Tools to do the Job SEE ALSO
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